A large Dutch government agency needed to improve its business information and reporting structure to pursue service excellence while cutting costs. Capgemini conducted a diagnostic scan by surveying stakeholders and interviewing employees. Capgemini analyzed the results and recommended establishing a centralized, cost-efficient Business Intelligence environment. Capgemini laid the groundwork for improved insight and helped transfer BI ownership to the Finance & Control department to transform the agency into a smarter, leaner organization focused on service.
Government Agency Puts Accurate Information at Heart of Customer
1. Government Agency Puts Accurate
Information at Heart of Customer
Capgemini analyzes
The Situation
efficient Business
A large Dutch government agency with responsibility for the timely and correct
distribution of welfare payments to more than 5 million customers strives to provide
high quality services. The availability of accurate business information will be crucial
in pursuit of this service excellence. This will specifically be the case over the next
few years as the agency faces significant challenges, of which the need to deliver
its strategy and expand the online service portfolio is viewed as the most important.
Moreover, government policy calls for large scale cost cutting, but this should not
damage the organization’s focus on service excellence. The agency recognized that
tackling these challenges had to begin with the establishment of a solid information
and reporting structure.
Intelligence
The Solution
information
processes to lay the
groundwork for a
centralized, cost-
environment in a
government agency
The process began with the development and implementation of a Business
Intelligence (BI) strategy. An important step in this was an inventory of the current
information provision among stakeholders and their assessment of its
effectiveness. Capgemini’s BI specialists were requested to perform a diagnostic
scan. This consisted of a questionnaire among 20 (internal) stakeholders and 8 in
depth interviews. The consultants paid specific attention to the tools that were used
in the organization, the perceived areas of improvement, the desired changes and
the obstacles that might stand in the way of a professional BI environment in public
sector organizations.